Intermediate Customer Account Manager

Themis Solutions Inc.; Burnaby, Toronto; Hybrid; CAD 76,000 - 104,000; Full time

Job summary

A leading company is seeking an Intermediate Customer Account Manager to join their Customer Success team. This role focuses on maximizing customer product adoption and reducing churn through proactive engagement. Ideal candidates are experienced in account management within the SaaS industry and possess a strong customer focus.

Benefits

Competitive salary and benefits

Hybrid work model with in-office days

Flexible time off

Annual counseling benefit

RRSP matching and RESP contributions

Recognition programs at milestones

Qualifications

• At least 2 years in account management or similar roles.
• Experience working closely with Sales teams.
• SaaS industry experience is essential.

Responsibilities

• Impact KPIs such as churn prevention, adoption, expansion, and retention.
• Proactively contacting customers to ensure they derive value from Clio.
• Managing incoming lifecycle opportunities.

Skills

Account management

Customer focus

SaaS experience

Tools

Salesforce

Job description

We are currently seeking an Intermediate Customer Account Manager to join our Customer Success team. This role is ideal for tenacious and driven individuals who are naturally customer-focused. The goal is to ensure maximum health for Clio customers throughout their lifecycle, helping to maximize adoption and promote Clio.

This role is available to candidates in Burnaby or Toronto.

What your team does:

Our Account Management team manages a large, diverse account base across various legal areas (criminal, corporate, family, etc.), customer types (lawyers, paralegals, staff), firm sizes, and workloads. The team focuses on helping customers maximize product adoption and reduce churn.

What you’ll work on:

• Impact KPIs such as churn prevention, adoption, expansion, and retention;
• Proactively contacting customers to ensure they derive value from Clio;
• Re-engaging customers and promoting product usage based on customer personas and value propositions;
• Identifying revenue opportunities and analyzing conversion success;
• Engaging with promoters for referrals, advocacy, and revenue;
• Managing incoming lifecycle opportunities;
• Providing feedback to the Product team to improve customer experience;
• Leading or participating in customer-driven projects as appropriate.

What you bring:

• At least 2 years in account management or similar roles;
• Experience working closely with Sales teams;
• SaaS industry experience;

Serious bonus points if you have:

• Salesforce experience;

What you will find here:

Clio offers a comprehensive Total Rewards Program, including competitive salary, top-tier health benefits, and a hybrid work environment. We encourage a flexible time off policy and recognize long-term commitment through our Clioversary program.

Additional benefits include:

• Competitive salary and benefits;
• Hybrid work model with in-office days;
• Flexible time off;
• Annual counseling benefit;
• RRSP matching and RESP contributions;
• Recognition programs at milestones.

The salary range for this role is $76,500 to $103,500 CAD, depending on experience and location. Salary bands may vary by region.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

We are committed to creating an inclusive environment that values diversity and encourages applications from all backgrounds. We provide accommodations during recruitment upon request.

Learn more about our culture at clio.com/careers